Assistant Manager
Konnekt View all jobs
- Malta Island
- €30,000 per year
- Permanent
- Full-time
- Lead, coach, and develop Trainers and Service Quality Coordinators, fostering both individual and team growth
- Oversee workload planning, prioritisation, and the quality of deliverables across training and service quality activities
- Foster a collaborative, high-performance team culture focused on accountability and continuous improvement
- Drive initiatives that enhance training effectiveness and service quality, ensuring measurable improvements in operational performance and customer experience
- Support the Manager by acting as deputy when required and contributing to long-term strategies for service excellence, capability development, and training effectiveness
- Ensure the continuous review and enhancement of training materials, delivery timelines, and service standards
- Maintain and ensure adherence to the Training and Service Quality Operating Model
- Oversee the accuracy, consistency, and integrity of quality audits, scorecards, and reporting frameworks
- Ensure calibration sessions, quality reviews, and governance meetings are conducted effectively and result in meaningful improvements
- Consolidate insights from training feedback surveys, quality assessments, Training Needs Analyses, and operational observations to inform action plans
- Collaborate with Operations to design and implement targeted interventions, refresher training programmes, and coaching initiatives
- Represent the function in cross-functional projects, steering committees, and operational review forums
- Build and maintain strong working relationships with Operations, supporting units, and key stakeholders
- Perform other duties related to the role as assigned by Management
- Diploma in Business, Training, Quality Management, Human Resources, or a related field
- Minimum of 2 years experience in a leadership role within training, service quality, or operational environments
- Experience working in compliance-driven environments, including familiarity with audit frameworks such as ISO standards
- Experience in contact centre operations, service environments, or training academy settings
- Strong leadership and people-management capability, with the ability to coach, develop, and motivate teams
- Must be fluent in Maltese & English, both written and verbal
- Health Insurance
- Mobile Allowance
- KPI Bonus